Senior Manager, Support Operations

Who we are
- Tricentis is a global leader in continuous testing and quality engineering. The Tricentis AI-based, continuous testing portfolio of products provides a new and fundamentally different way to perform software testing. An approach that’s totally automated, codeless, and intelligently driven by AI. It addresses both agile development and complex enterprise apps, enabling enterprises to accelerate their digital transformation by dramatically increasing software release speed, reducing costs, and improving software quality.
- About the role
- As the Senior Manager of Support Operations & Enablement, you will be responsible for driving excellence in the support organization by optimizing operations, enabling support teams through training and process improvements, and ensuring consistent, scalable delivery of high-quality technical and customer-facing support. You will partner with cross-functional teams (e.g., product, engineering, customer growth, HR, learning & development) to deliver tools, practices, and metrics that improve efficiency, reduce friction, and accelerate time-to-competency across the support team.- Key responsibilities
- Operational Strategy & Process Optimization
- Define and continuously refine support processes and workflows to ensure efficiency, quality, scalability, and alignment with customer expectations.
- Monitor and manage support metrics (e.g., SLA/OLA adherence, response/resolution times, backlog, ticket volume trends) to identify bottlenecks and drive improvements.
- Lead staffing planning, forecasting, capacity management, and resource allocation for support teams.
- Enablement, Training & Onboarding
- Design, develop, and maintain a support enablement curriculum, including onboarding, ongoing coaching, certification, role-specific training, and upskilling.
- Create playbooks, documentation, tools, templates, and knowledge base resources to empower teams.
- Ensure that product, process, tool, and policy updates are effectively communicated and adopted by the support organization.
- Technology & Tooling
- Evaluate, recommend, and manage tools and platforms (e.g., ticketing systems, documentation & knowledge management, chat, internal communication, self-service, diagnostic tools) to support high efficiency and scale.
- Partner with internal IT, engineering, and product teams to enhance integrations, automate manual workflows, and improve the support tech stack.
- Data & Insights
- Define, track, and report on KPIs relevant to support operations and enablement (e.g., time to proficiency for new hires, first response time, escalation rate, customer satisfaction, quality metrics).
- Use data analytics to surface root causes, track trends, and guide decision-making.
- Prepare regular reports and dashboards for leadership with insight into performance, risks, and improvement opportunities.
- Cross-Functional Collaboration
- Collaborate with Product & Engineering to ensure support teams are equipped with necessary product knowledge, early access to product changes, and diagnostics to resolve issues.
- Work with Customer Growth, Sales, and Professional Services to align on customer feedback, escalation policies, renewal impact, and support’s role in customer satisfaction.
- Engage with HR/L&D to build leadership capability, career paths, and coaching in the support function.
- Quality, Customer Focus & Continuous Improvement
- Establish quality assurance (QA) programs for support interactions (e.g., reviews of tickets, escalations, customer feedback).
- Ensure support processes comply with any relevant standards / best practices (e.g., ITIL, if applicable).
- Encourage a culture of learning, feedback, and continuous improvement; identify and share best practices; drive process changes as needed.**Qualifications**:

- 10+ years of experience in support operations, enablement, or customer growth.
- 3+ years in a leadership role.
- Demonstrated experience designing, implementing, and scaling support enablement programs, onboarding, and training initiatives.
- Strong analytical skills; comfort working with metrics, dashboards, and being data driven.
- Proficiency with support / ticketing systems and related tools (e.g., ServiceNow, Zendesk, Jira, Salesforce Service Cloud) plus knowledgebase / documentation tools.
- Excellent leadership and people management skills; experience leading teams, coaching, mentoring, and developing direct reports.
- Exceptional communication skills (verbal, written) and ability to influence cross-functionally at all levels.
- Strong project management skills and ability to drive multiple initiatives concurrently.
- Customer service mindset, focused on delivering excellent experiences and maintaining high standards of quality.
- Ability to adapt in a fast-paced, changing environment.
- Preferred Skills & Experience
- Experience working with Tiered / Levelled support (e.g., L1, L2, L3) structure.
- Experience with automation in support operations: chatbo